Get more out of your phone calls with UniTalk Speech Analytics

According to forecasts, in the coming years, marketers will rely on customer behavior analytics, business process automation, and the use of artificial intelligence technologies. All of these trends have come together in Speech Analytics, a new product from the UniTalk team that automates the analysis of customer calls, helps you control the quality of customer service by your employees, and ultimately increases sales.

UniTalk Speech Analytics is a powerful tool that automatically processes phone calls, converts voice data into text format, and extracts valuable information for further research. It is a way not only to evaluate the quality of customer service and the work of your managers, but also to identify insights and new requests in phone conversations, conduct a variety of different studies that can be used to analyze consumer behavior, improve sales scripts, and solve any other problems of your business.

Benefits of Speech Analytics from UniTalk

1. UniTalk Speech Analytics saves time and money
Usually, companies hire a quality control specialist to listen to and analyze phone calls, otherwise, the manager takes on this task and wastes his or her time. However, such a specialist needs much more time to process calls: on average, it takes 5 minutes to decrypt a 30-second call. In addition to saving time, using UniTalk Speech Analytics, you also save money, because a quality control specialist needs to be trained, provided with a job, and paid a salary. And if you have a large call center and a lot of calls, you need several such employees.

2. The process of converting voice data into text by Speech Analytics does not require control
Unlike the work of a quality control specialist who decodes a telephone conversation, speech analytics eliminates the influence of the human factor, which can lead to errors and inaccuracies in call processing.

3. UniTalk’s Speech Analytics is available 24/7/365 and can be accessed at any time in any part of the world
Unlike a quality control specialist who has limited working hours, vacations, and sick leave, Speech Analytics analyzes phone calls around the clock, and its data can be accessed online at any time from anywhere in the world.

4. UniTalk Speech Analytics is a multifunctional tool
Speech Analytics solves a large number of tasks related not only to controlling the quality of customer service. This includes staff training, checking compliance with sales scripts and standards, identifying consumer needs and market trends, analyzing marketing activities, and fighting fraud.

5. UniTalk Speech Analytics is multilingual
Speech Analytics supports over 100 languages, making it ideal for working with international clients. At the same time, the user can choose any language of analysis, regardless of the language of the dialog.

Tasks performed by UniTalk Speech Analytics

UniTalk Speech Analytics is a multifunctional tool that performs several strategic tasks in sales, marketing, service quality control, security, and customer service and support contact centers. As a result, it has a direct impact on improving sales efficiency, strengthening customer loyalty, and increasing business revenue.

1. Tasks for marketing and advertising activities performed by UniTalk Speech Analytics

With the help of Speech Analytics, marketers evaluate the effectiveness of advertising messages, test hypotheses, and conduct research to optimize the budget for advertising and other marketing activities. In addition, the analysis of telephone conversations allows you to track changes in consumer behavior, identify market trends, and find customer needs for new products and services.

2. Training tasks performed by UniTalk Language Analytics

Speech Analytics opens up new approaches to staff training. For example, you can analyze phone conversations, identify the most successful methods of communication between managers and customers, use them as a basis for training new employees.

3. Security-related tasks performed by UniTalk Speech Analytics

Speech Analytics helps to detect signs of fraud, malpractice, and commercial information leakage in a timely manner and constantly monitor the security of employees and customers.

How Speech Analytics by UniTalk works

1. A telephone conversation between company employees and a customer is recorded.
2. Using artificial intelligence, the voice data is automatically cleaned of unnecessary noise and converted into text.
3. You get the data you set up in the parameters. It can be incoming or outgoing calls separately, calls from a specific department or employee, calls to a specific phone number, from a website, of a specific duration, etc. You can also configure Speech Analytics to detect stop words or parasitic words, mentions of competitors, etc.
4. Automatic notifications about the readiness of the report to choose from: SMS, email, Telegram, Viber, WhatsApp, CRM, Google Sheets, etc.
5. Receive reports according to the selected parameters, which are customized individually for the request of a particular business.